IT Specialist-(System Administrator/Customer Support)

Department of Veterans Affairs

The position is in the Department of Veterans Affairs (VA), Office of Information & Technology (OIT), Development, Security and Operations (DevSecOps), Enterprise Command Operations (ECO), Incident and Problem Management (IPM). Facilitating for all incidents managed by the organization; accountable for the end to end incident management process which includes initial notification, resource gathering, bridge communication and close out functions.

• Major Duties: As a Major Incident Coordinator (IC) ensures work priorities, methods, deadlines and quality are met during the assigned shift. Works various tours as assigned to ensure 24/7 coverage, remains available to the maximum extent possible during the daily tour of duty to receive customer requests for assistance via e-mail, Information Technology Service Management (ITSM) Tool, and telephone. This includes but is not limited to: Central communications point for all incidents managed by the organization and accountable for the end to end incident management process. Accurately documents and maintains these incidents and acts upon them appropriately within specified timeframes in accordance with applicable guidelines, VA policies, directives, regulations, schedules, Performance Service Level Agreements (PSLAs), and contracts including time-frames. Appropriate action would include addressing the customer's needs individually or as part of a team or channeling them to other responsible personnel. Monitors Operational Level Agreements (OLA) and Underpinning Contracts (UC) targets of the support group. Drives efficiency and effectiveness of the Incident Management process by producing major incident communications and management information. Incumbent ensures a high degree of accuracy and completeness in the data entered to ensure proper documentation to support incidents and aid in the resolution process. Evaluates issues reported by customers, ensuring the incident is classified with the potential cause, urgency and business impact. Estimates and reports on expected milestones for completion of tasks. Reports all production incidents and/or problems to supervisors and managers, collects and analyzes incident data, monitors chat rooms, checks and reports on work in progress. Reviews work of less experienced VA staff, provides supervisors with input on their performance, progress, and training needs. Coordinates the processing and monitoring of enterprise level incidents from inception to problem resolution. Identifies Incidents for review. Identifies potential problems through proactive trend analysis of major incidents. Performs moderately complex investigative work and ensures effective decisions are made during the investigation of major incidents. Works with internal and external customers to gather more information about problems and coordinate with assigned resources. Coordination and management of Major Incident Management process activities. Participates in Incident review following major incidents. Works with VA personnel, contractors or vendors ensuring AAR reports are completed accurately and in a timely manner. Ensures a high degree of accuracy and completeness in all forms of communication to ensure proper documentation to support episodes and aid in the resolution process ***Additional duties required, within scope of the position description.*** This position is primarily aligned to the following NICE Cybersecurity Workforce Framework work roles: 411-Technical Support Specialist and 451-System Administrator. For more information about these work roles, where they fit within the larger Cyber Workforce, and how they can support your unique career journey, please visit the Cyber Career Pathways tool on the National Initiative for Cybersecurity Careers and Studies website: https://niccs.us-cert.gov/workforce-development/cyber-career-pathways Position Description/PD#: IT Specialist-(System Administrator/Customer Support)/PD18094A Bargaining Unit: No Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not Required Travel Required: Up to 25% travel may be required, as needed. for this position. Work Schedule: 8:00AM to 4:30PM; Tour of duty may be subject to change based on organizational needs. Compressed/Flexible: As determined by the Agency Policy Telework: (AdHoc) Authorized at Manager's discretion. Virtual/Remote: This is NOT a virtual, NOR a remote position. Physical Demands: The work is sedentary. Some work may require walking and standing in conjunction with travel and to attendance at meetings and conferences away from the work site. Working Conditions: Work is performed in a typical computer operations environment. Rooms are well-lighted, air-conditioned office spaces with moderate noise from common office equipment.

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